Halifax Arvostelua 

To be honest, I wouldn’t even give them one star. We have had a leak and half of the ceiling in our sitting room has now been on the floor for three months. They keep referring the claim from department to department and nothing is being done. We are moving house and are now about to lose our buyer. Avoid this company at all costs.

After my experience, I would highly recommend looking at alternative options, if you want a smoother experience in making a claim for any leaks or damage to your property. I had to raise 2 complaints and take this to the Financial Services Ombudsmen (FSO) which likely going nowhere.

I had a singular intermittent bathroom leak back in Nov 2025, which was difficult to trace due to not being a consistent one. 2 plumbers were called, both of them were unable to trace the source, at which point discussions with Halifax broke down as they initially refused to help with anything to trace the leak, which included minimal contact, 2 different claims people and my claim being 'lost' in their system for 2 weeks.

Coupled to a phone system that was automated and contentiously gets details wrong compounding the issue, so good luck trying to phone them. No direct email was offered for the best part of a month until finally getting a hold of a point of contact via email.

Complaint no 1 was raised, and after laying out £714 for a leak detection company, the leak was traced to the toilet overflow pipe not being correctly connected. This was repaired and resolved at my own cost, per insurance agreement. Eventually the complaint was upheld , and the £714 was refunded plus £400 for the delay and a change in procedure when dealing with a hard to find leak.
Halifax will help now with leak detection if you have more than 1 plumber out to find a leak without success.

Only after this month of messing around did Halifax send out an assessor to inspect and recommend required repairs to the house.
The results of this would require the bathroom floor to be stripped, some work around the drywalls as this had been affected, and the ceiling replacement depending on asbestos testing.
3 tests later due to samples being lost in the post given at this point it was Christmas 2025, it was found that the ceiling had to be completely removed due to asbestos. This took a month to resolve, but was then sorted out pretty quickly.

Upon the old ceiling was removed, the pipes from the toilet and bath to the down pipe were found in poor condition and was not in a fit enough state for restoration to service, of which pictures were taken and emailed to the contractors for them to access if the pipework needed repairs / replacement to ensure the rest of the work was not at risk.

A few days later the contractors agreed that the pipework had to be repaired given they had to remove the toilet and sink to facilitate floor repairs which was part of the claim after which they raised a project scope update to Halifax per normal procedure.

A few days after the email to the contractors, they came back and told me that Halifax refused to cover the repairs sighting "We do not cover bad workmanship" despite the fact their own contractors had assessed the issue and deemed it necessary work to ensure the surrounding works were not put at further risk.

At this point , this was March 2026, so I requested that the contractors quote me for the repair work to redo the pipework and not further delay the repairs. The cost was another £600 of plumbing repairs at my cost and paid to the contractors to get the plumbing resolved with all invoices with pictures taken.

Added to this, I was requested to vacate the house during the works as there was no other facilities on site so I moved in with family for the projected 2 weeks needed for the work to be carried out, rather than into a hotel as a favour to save Halifax further costs of £1200 for that time.

Cue Complaint no 2 back to Halifax, with the pictures, emails, cost estimates for accommodation that were not required with supporting evidence, to which I was given the same lame excuse of "We do not cover bad workmanship" despite their own contractors contradicting them and myself presenting all the emails, invoices and picture of the affected plumbing.

Upon this , I requested that to be confirmed in writing and took it up with the Financial Service Ombudsmen following some advice from a friend whom works in insurance. Do not be afraid to raise a complaint as every complaint with a financial service automatically gets registered with the FSO and has to be addressed.

The house is at least back in order, and I am currently awaiting results from the FSO on what the decision is on the matter of the £600, but at the time of writing , this seems unlikely.

We recently initiated a claim to fix a leak (Halifax don't pay to fix the leak, but they do pay to remedy any damage caused fixing the leak). A claim handler called today and to be blunt, they made out we were trying to fraudulently claim on our insurance, referencing another discussion we had two years ago.

Having paid my premiums for years, I've decided to move to another insurer, once who treats its customers with a bit more respect.

utter garbage service, think carefully before using Halifax or Lloyds.

Still waiting for a person to answer the phone.
Wasted over an hour today and am going round and round, which I am sure Halifax is aware of.
This is the last time I am going to go with Halifax.
Never ever did I come across such poor customer services

We have had the ultimate reward account with our Halifax bank account for years and I am writing this to advise others of the shocking service we have experienced with it.

A few years ago I made a claim on the home emergency policy that was accepted by the Halifax. A couple of months ago I had the same problem and expected the claim to be accepted but this time they told me the policy did NOT cover this situation and to claim on our Halifax home Insurance policy and they decided that our policy did not cover this either.

Confused I wrote to Charlie Nunn the chairman of the Halifax and got a few acknowledgment e mails which failed to go anywhere. One of the promises made by the Halifax thst they broke was to call me back. When I queried why the call had not happened I discovered they were not ringing the number I had given them but an incorrect number.

I subsequently wrote again to the Halifax asking them to tell me exactly when they had changed their coverage of the home emergency policy but again they refused to answer this question.

So what am I and other Customers paying for with this feature of the Home emergency policy? And my strong advice is not to escalate problems to the chief executive as judging by experience it gets you nowhere.

Absolutely dreadful service

I took out Halifax home insurance the silver product that supposedly covers me for accidental damage. I was in the process of fitting a shelf in the shower cubicle. Unfortunately I dropped the drill which cracked the shower base causing a leak when the shower was used. After numerous phone calls getting pushed from department to department during a ten day period I finally got the hybrid department who sent a chap out for a survey who completed a 52 page report on the damaged shower tray . Yes 52 pages. Then a Kadie Leigh Dickinson 03453000999. From LLoyds banking said she would have to read through the report. After reading the report she said it would now go to another technical department for review. Later that day I received a call from the technical department saying that the shower tray was wear and tear and not accidental damage. The shower tray is made from plastic it does not wear out. The way she was talking I got the impression she was comparing it with the tread on a tyre. The length of time trying to phone this company is sixty minutes plus before you get through. I have made
a complaint to the Halifax and will be taking legal advice. You might think you would be safe with Halifax but they will do anything not to pay out on a claim.
Claim no 700195706

Having been with the Halifax INSURANCE for a number of years I received my renewal price which has increased by 15% so I sent an email to say cancel it as I have found a better price elsewhere. Immediately it took off the 15% increase without question. THIS PRACTICE IS INTOLERABLE of just automatically grabbing loyal customers money from them😭

Total loss of any customer service. Handed over all customer service to bots. Appallingly bad idea. AI is not the answer to anything.

Purchased a policy from them on a Sunday. Rung them on a Monday to get proof of insurance for solicitors to exchange on a house for Wednesday. Filled out a form and was told it would arrive in my inbox within 24 hours. It didn't. Rung on Tuesday. Told to do it again. Didn't arrive. Rung on Wednesday and was told it was being urgently processed and would arrive e within 2 hours. It didn't. Rung again 5 hours later. Supervisor didn't know the process or why. Refused to speak to me. When the assistant requested it again it arrived in my inbox instantly. They don't know their own due process. Poor. Didn't complete on my house. So I've had to delay giving my notice period for a month. Hopefully vendor won't pull out of sale.

Another 1 star review. Dreadful service. If you are thinking of using Halifax for home insurance please do not bother. You just can't make a claim. They ignore you, lie, fob you off, simply just abandon you. Just renewed and deeply regretting it. Halifax Insurance does not exist. No such thing. You receive an email with some files contained for around £500. But that is it. That's all you get for your £500. You cannot make a claim. You cannot talk to anyone who can make a decision or even knows what they are talking about. One giant RIP OFF. And what's worse the UK Govt do nothing about it. Don't bother with Ombudsman or even leaving reviews, no one will step up to help you, they do get away with it. Perfect crime really where you cannot be prosecuted for theft and fraud. You never here of an Insurance company being prosecuted - too big to fail, like the Banks!

If I could give Zero stars I would. Avoid them at all cost. They have no regard for the customer and the situation they are left in. They battle over pennies leaving the problems to get worse. Customer complaints agents are condescending and sound like they are reading from a script. The usual “we understand your frustration “
What they actually mean is ‘I don’t care less about the customer’. For a big name they are very low rate when dealing with issues. Halifax/Lloyds you should be ashamed of yourselves.

As an insurer they are excellent, they deal with complex claims extremely well once you get through dealing with the initial dim wits and get to speak to someone who knows what they are doing.
The downside is their renewal / customer service. If you need to call them kiss goodbye to 30 minutes and be prepared to enter 6 billion digits to eventually get to speak to someone which kind of lets down the positives. Recently renewed my policy, asked for a hard copy policy booklet. Eight weeks later, still waiting. On phone for 13 minutes already and still being told to press buttons. Pathetic.

Give this company zero. Now stated that I’ve committed fraud which of course I haven’t. They are not paying out now not paying out a VAT bill which they confirmed for Work to be carried out. Customer service is shocking. Haven’t looked into evidence at all. Do not care the welfare of the clients do not use this company. They are just after taking money for policies. They are the most horrific company and are playing with people
Lives. Please
Please never use this company

I’m writing this whilst we are waiting. We’ve been waiting for over an hour and now been told we have to wait another 30 minutes to speak to anybody. We’ve phoned for an emergency plumber for a leak. Because we don’t know the exact source of the leak, apparently we’re not allowed an emergency plumber. We have to have trace and access. We were put through to them but no, it was personal banking. It took that person ages to get us back to house insurance. After another wait, we are told to hang up and register the claim online. All whilst water is leaking in the bathroom. Still on the phone waiting 90 minutes later. What’s the point in an emergency service if they won’t come out unless you can tell them exactly how to fix it before they come? If I could do that, I’d do it myself! Shockingly appalling service. There may be another update if we ever get through…

All these time I gave you only one star this time I am giving you five stars because of an Amazing lady called Carrie helped me. I called you so many times kept me waiting more than 29 minutes but no one resolved my problem at last Carrie answered my call it only took her about 20 minutes she changed my policy such a great lady she dealt with professionally and with care thank you Carrie and all the best .

Putting in claim over 4 weeks ago. Had 1 email requesting more info. The online form won’t work, live chat not working. Finally got thru to someone who told me to ignore email the claim was being processed. Still heard nothing. I have now employed someone to fix problem but can’t get in touch with anyone to cancel claim. It’s atrocious . If my house had burned down I would have to source everything myself as Halifax haven’t a clue

Each year they put the premium up by 50% nothing changes. I look online and they have the exact same policy for £40 less. I just hate renewing the policy each year, the wasted time, the pointless conversations. Next year I will leave them.

Jade sutcliffe was looking after our claim
Do not fall for this company.made a claim of water leaking through the ceiling.escape of water.denied after providing evidence and all the things were in order.will change the provider as soon as it comes for renewal ..my advice pay little extra and have a peace of mind

Called re plumbing leak. Home Insurance Ultimate Policy says it covers damage/leaks. Called and they said it doesn't cover leaks. Need to contact Emergency Plumbing. Called them but they refused saying it had to be claimed within 48 hrs, but we didn't know where the leak was coming from. Quoted £1200 excess but this not on Policy. We pay £700 a year for a worthless policy.I reported a plumbing leak to our home insurance, which is under the Ultimate Policy that claims to cover damage and leaks. However, I was informed that it does not cover leaks. I then reached out to an emergency plumbing service, but they refused to assist because they said the claim needed to be made within 48 hours. Unfortunately, we weren't able to identify the source of the leak in that time. They quoted an excess of £1,200, but this amount is not stated in our policy. We pay £700 a year for a policy that feels worthless.

I’m giving one star as there is no option for zero stars. Unhelpful staff who blatantly said that the policy document was incorrectly written, meaning that I wasn’t covered. My issue was clearly covered. Awful!!!!